Service needs to be empathetic to user needs in order to be useful, usable, effective and desirable. Service design is therefore necessarily a co-creative process that has its foundations in the needs, and experiences of real people.
Our proposed session focuses on the first crucial step of the service design process – understanding the unique experiences of users in order to uncover new insights. This workshop aims to help ￼￼
While there are a variety of tools and methods for gaining insights from different user perspectives, selecting the right tools will help to extract the most important and relevant information in response to your design challenge. Referencing our experience in service development and design, we will also share how various tools have been applied to space and service touch point design within the library context. Participants will be equipped with relevant tools and skills that they can adapt to their own professional contexts.
Ms Joti Upadhya D/O Omprakash, Associate (Arts & Culture), Programme & Content Development, Public Libraries, National Library Board Singapore
Joti currently takes on the role of a Cultural Concierge at the Public Libraries, a community engagement officer seeding a sustainable interest in arts appreciation and creation, transforming library spaces into social learning touchpoints. Working on the ground, the Arts & Culture team has the opportunity to observe user patterns closely. The team constantly reviews its curation process, and aims to lower the barriers to entry and nurture co-creation through Arts and Culture 101s. She was also involved in engaging library users as part of the planning and design process for a new library.
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